RedialBPO
  • Services
    • Inbound Call Center
      • Customer Service
      • Tech Support
      • Transfer Service
    • Outbound Call Center
      • Debt Collection
      • Lead Generation
      • Appointment Setting
    • Non-Voice Call Center
      • Live Chat Services
      • Data Processing
      • Email Request Services
  • Industries
    • Financial Services
    • Healthcare Services
    • IT Services
    • Retail Services
    • Telecom Services
    • Hospitality and Travel Services
    • Logistics Services
    • Automotive Services
    • Insurance Services
    • Utility and Energy Services
  • Our Vision
  • Company
    • About Us
    • Our Team
    • Blog
    • Careers
    • Contact Us
  • We’re Hiring
  • Menu Menu

Must have skills & qualities for any contact center agent 

October 11, 2022/in Business Process Outsourcing, Customer Service, Customer Support /by Federico Castillo

I remember the days when I was working as a call center agent for a technical support campaign. 

It is not an easy job. Companies need to continue looking out for effective leadership, tools & methodologies to stand out and facilitate the consumer experience. 

Ensuring those skills with the capacity to create a positive impact not only for the individual but also for the company. 

Outsourcing and call center companies consider elements that, through their recruitment and human resources departments, detect and apply the necessary knowledge to see candidates with the skills and qualities. 

You already have an idea, but do you want to explore a little more about the recommendations of what it takes not only to get a call center agent, but an impact agent? -Join me on this blog! 

 
Communication skills: 

Communication is something we experience every day. No matter our personality type, our needs motivate us to express our demands in any way. 

When making a purchase, getting some food, or visiting, communication is an inevitable and essential practice as an element of human interaction. 

That is why the ideal candidates for a campaign, whether for customer service, support or sales, must be people willing to establish communication in the form of interaction. 

Always bearing in mind that they do not always come across similar cases, they will have to be subject to two essential practices: 

  • Know how to listen 
  • Know how to explain 

In other words, agents must be willing to pay attention and detect exactly what is necessary to solve or satisfy. 

Second, they need to learn how to consider all the critical elements and data to detect the solution and land it with the receiver. 

Focusing on the details, taking notes and asking the client for a precise description are always effective methods.  

If we consider the importance of this element, we will have clarity on how to attend to any call efficiently. 

Image by Freepik

  • Patience and empathy: 

It is always necessary to remember that when taking a call, we are talking to a person, no matter the situation or the attitude. 

Whether we receive a positive or negative attitude, we must have the patience to understand that another person is at the other end, so we must be open to knowing where it comes from and how we can help. 

We could all find ourselves in a situation that requires assistance; now, even though we may find ourselves with a problematic person, professionalism and the willingness to show a: “hey, I’m here to help you” is the best defense weapon. 

These are two qualities that the training department at Redial teaches as a top priority, denoting constant results and genuine care. 

  • Love for tech 

It is imperative to be updated with new technologies and tools that can help us facilitate the operation and the customer experience. 

As an industry, BPO is constantly changing and adapting, so you must look out for people who are not resistant to change, are up to date with various technologies, and are willing to strengthen their knowledge. 

And we must not only consider the use of technological tools. Every day we witness the emergence of campaigns that manage digital products or media, so mastering how they work is necessary. 

Especially considering that the consumer experience trend is happening entirely online. Whether through omnichannel support, surveys, reviews, etc. 

Image by fancycrave1 from Pixabay
  • Organization: 

This ability is directly related to the skills and qualities mentioned. 

Through the organization, we establish a hierarchy of priorities fully adaptable to any specific situation. 

Organizing our processes and methods allows us to flow together, whether at the time of detecting the cause of a problem or a particular need. 

I enjoy witnessing the growth of many fellow agents who have demonstrated their leadership capacity and results through these skills and qualities. 

Fundamental bases that become key to growing personally and professionally. 

What do you think? Do you think this is what it takes to be a great agent? 

Thanks for reading our blog; if you want to see more articles, click here. 

Do you want to have the support of great agents and scale your business? We’d love to talk. 

Federico Castillo

Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.

Share this entry
  • Share on Facebook
  • Share on Twitter
  • Share on LinkedIn
  • Share on Reddit
  • Share by Mail
https://redialbpo.com/wp-content/uploads/2022/10/BLOG-BANNER-11.png 301 801 Federico Castillo https://redialbpo.com/wp-content/uploads/2021/08/Redial-Logo-200px.png Federico Castillo2022-10-11 14:55:252022-10-11 14:56:22Must have skills & qualities for any contact center agent 

Recent Posts

  • Why U.S. Call Centers Should Have Bilingual AgentsWhy Call Centers In The U.S. Should Hire Bilingual Agents.March 30, 2022 - 3:37 am
  • What Makes A Great Outsourcing Partnership (and even friendship) February 2, 2023 - 8:44 pm
  • The New Age of Outsourcing: How Technology, and AI are Changing the Game January 25, 2023 - 5:24 pm
  • How to keep your operations costs low January 17, 2023 - 5:58 pm

Archives

Categories

  • Business Process Outsourcing
  • Call Center
  • Collections service
  • Contact Center
  • Customer Service
  • Customer Support
  • Ecommerce
  • Lead Generation
  • Live Chat
  • Logistics
  • Nearshore Call Center News
  • News
  • Omnichannel
  • Retail
  • Tijuana Call Center
  • Uncategorized
  • Work Culture

Services

Appointment Setting

Customer Service

Debt Collection

Email Services

Lead Generation

Live Chat

Tech Support

Transfer Services

Services

Appointment Setting

Customer Service

Debt Collection

Email Services

Lead Generation

Live Chat

Tech Support

Transfer Services

About Us

Leadership

Our Vision

Careers

Contact Us

Privacy Policy

Terms of Use

Resources

Industries

Blog

Resources

Services

Industries

Blog

Get a Quote
Contact Us

(858) 465-7872

Info@redialbpo.com

redial logo

© 2022 Redial. All Rights Reserved.

        

redial logo

© 2022 Redial. All Rights Reserved.

            

5 Best Practices For Onboarding A New Client A look into the BPO & nearshore industry in times of global financial ...
Scroll to top
Our site uses cookies to personalize features, keep track of sessions, and to collect metrics on usage so that we can tailor to the needs of our users. To experience our site in full and to accept the use of cookies, please click Accept.You can also check our Cookie Policy.
Accept
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
CookieDurationDescription
cookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
Functional
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Performance
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytics
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Advertisement
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Others
Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.
SAVE & ACCEPT